SIDE is looking for Player Support Agents to join a high-profile gaming support programme.
This role is ideal for someone who enjoys helping players, solving support issues, and delivering clear written support in a fast-moving player support environment. You will support players through structured workflows, knowledge base guidance, and defined escalation routes.
You will receive onboarding, training, coaching, and quality feedback to help you build confidence before moving into live support.
RequirementsWhat You’ll Be Doing
- Respond to player support contacts through approved support channels.
- Resolve common account, gameplay, technical, and support-related issues using approved guidance.
- Use knowledge base articles, workflows, and support policies to provide accurate responses.
- Log case details, categories, actions, and resolution notes clearly.
- Escalate complex or out-of-scope issues to the correct support tier.
- Follow client policies, security requirements, and support standards.
- Work with Team Leads, Quality, Training, and Operations to improve consistency and player experience.
- Strong written communication skills.
- Good attention to detail and accuracy.
- Ability to follow process, policy, and knowledge base guidance.
- A calm and professional approach to player contact.
- Confidence using support tools, ticketing systems, and internal documentation.
- Interest in games, online communities, and player experience.
- Flexibility to work across assigned shifts where required.
- Deliver accurate, empathetic, and consistent player support.
- Know when to resolve and when to escalate.
- Keep case notes clear and complete.
- Stay open to coaching and quality feedback.
- Build role confidence through training, workflow practice, and readiness checks.
Skills Required
- Strong written communication skills.
- Good attention to detail and accuracy.
- Ability to follow process, policy, and knowledge base guidance.
- A calm and professional approach to player contact.
- Confidence using support tools, ticketing systems, and internal documentation.
- Interest in games, online communities, and player experience.
- Flexibility to work across assigned shifts where required.
What We Do
Side transforms high-performing agents, teams, and independent brokerages into successful businesses and boutique brands that are 100% agent-owned. Headquartered in San Francisco, Side exclusively partners with the best agents, empowering them with proprietary technology and a premier support team so they can be more productive, grow their business, and focus on serving their clients.
Why Work With Us
Led by a team of experienced industry professionals and technology innovators, the Side team is constantly developing technology that improves agent productivity, legal compliance, marketing programs, and customer experience, to support the best-in-breed agents that we partner with.
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